Flexible service for recommendations

RHIEM cooperates with DOUGLAS

Assembling and shipping hundreds of parcels in one day: RHIEM supports DOUGLAS’ Beauty Tester program with flexible and professional fulfillment, helping to ensure that cosmetics suppliers can count on positive customer reviews and recommendations.

Quickly collect lots of good customer reviews on the Internet: DOUGLAS has repeatedly lost hundreds of regular online customers from its online store to achieve this goal. The lucky winners will receive a gift of cosmetic products to test from brand manufacturers that sell via DOUGLAS.de. These test parcels are sent by RHIEM. The fulfillment specialist from Voerde has built up adaptable, certified resources for shipping that enable it to meet even special hygiene and safety requirements.

“Cosmetics are usually very sensitive products that need to be packaged carefully. Opening a package from DOUGLAS should also create the positive impression of personal service that customers know from our stores,” says Saskia Nettekoven, Project and Marketing Manager in the New Business division at DOUGLAS Marketing Solutions. “In RHIEM, we have found a fulfillment service provider that quickly assembles and dispatches several hundred shipments from a standing start and shares our high standards and implements them at all times.”

Gifts maintain loyalty – and bring ratings

Ordering cosmetics online is sometimes difficult: perfume cannot be sniffed, creams and lotions cannot be tried out. Online customers therefore rely on the opinions of others. But what about brands that are new to online retail? They lack these ratings. As a marketplace operator, DOUGLAS has launched its beauty tester program: according to its own experience, 70 to 80 percent of customers who receive cosmetic products either leave a review on the marketplace or post about it on social media such as Instagram. The more reviews a product collects, the more frequently it is ordered. Sales figures increase by up to 44 percent with around 200 ratings*.

At fulfillment service provider RHIEM, the DOUGLAS test campaigns are among the special orders: “One challenge is certainly personnel planning, because several hundred parcels have to be assembled in one day,” explains Dr. Peter Lorenzi, Managing Director of RHIEM Services GmbH. “As a fulfillment and logistics specialist, we have established resilient, highly scalable processes and can, of course, immediately integrate such short-term order peaks into our workflows,” Lorenzi continues. Similar to the peak season, flexible working time models allow the immediate activation of the necessary skilled workers.

Top-class fulfillment for the wow effect when unpacking

RHIEM’s fulfillment services are certified according to the IFS Logistics Standard. Customers can therefore rely on a high standard of quality and hygiene as well as transparency throughout the entire supply chain. Part of the Douglas product range includes perfumes. As flammable liquids, these are classified as hazardous goods. This results in strict regulations for both the storage and shipping of products. Trained employees at RHIEM ensure the problem-free handling of hazardous goods.

Each package is carefully assembled and finished according to the guidelines of customers such as DOUGLAS. Tissue paper increases the consumer’s impression of value when unpacking, additional gifts surprise and promote customer loyalty: “Every step of unpacking an online order should result in a positive surprise for the recipient,” explains Lorenzi. “We are happy to bring all our experience and motivation to bear for such wow effects. “Fulfillment is and remains a matter of trust – because it contributes to customer satisfaction and good ratings,” adds Peter Lorenzi in conclusion.